Head Of Customer Support

Lead the future of customer support in insurance innovation

We're looking for an exceptional Head of Customer Support to lead our support function as we scale rapidly and continue to disrupt the home insurance market. This is a critical leadership role where you'll shape how customers experience Honey at every touchpoint. Please note this opportunity is open to Sydney based candidates only.

Who We Are

We're shaking up the home insurance industry As a disruptor in the insurance space, we combine smart technology with exceptional service to create home insurance that's simpler, faster, and more customer-friendly. Our innovative approach includes smart sensors that help prevent incidents before they happen, a streamlined digital experience, and genuine human support when customers need it most.

About The Role

As our Head of Customer Support, you'll be responsible for shaping and executing our customer support strategy to deliver outstanding experiences that align with Honey's innovative approach to insurance. You'll lead a talented team of support professionals, drive continuous improvement in our support operations, and work closely with the COO and other executive team members to ensure our customer service capabilities scale effectively with our business growth.

This role requires a strategic leader with operational excellence, a passion for exceptional customer experience, and the ability to build and develop high-performing teams. You'll be instrumental in ensuring that our customer support function not only resolves issues efficiently but also contributes to customer loyalty, retention, and our overall brand promise.

Day to day, you will:

• Develop and implement the strategic vision for customer support, establishing KPIs and quality standards that align with our growth objectives
• Lead, coach, and develop a high-performing support team while building training programmes that enhance team capabilities and performance
• Design and implement scalable support processes, workflows, and systems that enable efficiency while maintaining exceptional service quality
• Partner with product, technology, and operations teams to identify customer pain points and ensure a cohesive experience across all touchpoints
• Analyse customer feedback and support data to identify trends, drive improvements, and report transparent performance insights to the organisation.
• Lead initiatives to enhance self-service capabilities, explore innovative support channels, and optimise support technology and tools
• Manage the support budget, resource allocation, and escalated customer issues with a focus on resolution and relationship preservation
• Ensure compliance with regulatory requirements and internal policies while maintaining operational excellence

What You'll Bring

Must haves:

• 7+ years of progressive experience in customer support or service management, with at least 3-5 years in leadership roles
• Proven track record of building, leading, and developing high-performing customer support teams
• Experience in scaling support operations in a high-growth environment
• Strong understanding of customer support metrics, quality management, and performance optimisation
• Experience implementing and optimising support technology and tools (e.g., CRM systems, ticketing platforms, knowledge bases)
• Excellent communication and interpersonal skills, with the ability to influence across all levels of the organisation
• Data-driven approach to decision-making and performance management
• Strong problem-solving skills with the ability to balance tactical execution and strategic thinking
• Experience managing budgets and resources effectively
• Demonstrated commitment to continuous improvement and service excellence
• Strong leadership presence with the ability to inspire and motivate teams

Nice-to-haves:

• Experience in the insurance, fintech, or financial services industry
• Knowledge of insurance-specific customer service challenges and regulatory requirements
• Experience with contact centre operations and omnichannel support strategies
• Background in implementing or optimising AI and automation in customer support
• Experience with voice of customer programmes and customer feedback loops
• Understanding of customer journey mapping and experience design methodologies
• Experience with quality assurance and coaching frameworks
• Knowledge of workforce management principles and practices
• Experience with change management in support organisations
• Background in implementing customer self-service strategies
• Familiarity with agile methodologies in a support context

Why You'll Love Honey

Competitive salary package with performance-based incentives

Opportunity to shape and lead a critical function in a high-growth company

Enviable company culture of innovation, collaboration and high performance

Hybrid work model blending office collaboration with remote flexibility

Monthly team lunches, celebrations, social events & initiatives

Our Hive Culture

At Honey, we do things differently. You'll notice this from your first interaction with our team through to your first day with us. We challenge expectations, seek better ways of working, and value innovation at every turn.

We're exceptional at what we do, and every team member brings unique talent to our hive. As an equal opportunity employer, we're committed to diversity and inclusion, it's in our DNA, not just something we talk about.

A Few Formalities

Because we're an AFSL-regulated business, this role requires background checks (including a National Police Check) and meeting "good fame and character" standards. Candidates must be Sydney-based.

Ready to lead the transformation of customer support in insurance?

Apply now and help us build something extraordinary.

(No recruitment agencies, please. We've got this covered.)